IT Support Technician II

Carleton, MI

Posted: 02/19/2019 Job Number: 110123523122

  • Job Description:

    A Support Technician(s) is solely responsible for all Technology at an operating location(s) in order to conduct business.   Individual must be able to work unsupervised and have strong communication and reporting skills at the local and corporate levels.   Applicant must possess both soft skills and a strong customer service background. This position provides a level of technical expertise across multiple skill sets to address and resolve the customer's issues in an acceptable timeframe.  Individuals in this position must have solid knowledge of PCs, peripherals, networks, servers, and telecommunications.   The Support Technician is responsible for quickly diagnosing and resolving technical problems and/or challenges.   Where applicable the Support Technician may be required to participate and represent Technology in local management meetings.

    Job Responsibilities:

    •        Available 24/7 with a company cell phone always on.

    •        Work without direct supervision.

    •        Travel expectation up to 50% and on occasion with short notice.

    •        Sale Day Support - required to report 2 hours prior to every sale.   Some sites may have night, weekend, off-site, or holiday sales. 

    o     Pre-Sale Checklist

    o     Sale Day Checklist - typically begins between 6am - 7am at most locations

    •        Make quick decisions to resolve issues that impact the sale. 

    o     Use creativity to find work-arounds to restore sale day critical processes.

    •        Lexmark Laser Printer Repairs

    o     Support Technician will be required to become Lexmark Certified after passing a series of exams.

    •        Technology Point of Contact for troubleshooting and escalation with teams such as Network Engineering, Infrastructure, Application Support, Telecom, etc.

    o     Teams are required to work after hours or weekends to prevent production interruptions to swap out equipment for these teams.

    •        Create technical documentation to be published and shared in the Service Now knowledgebase (for seniors and will write language around how the senior work with Field Services and Shon's team to help this item get vetted).

    •        Project deployments

    o     Local auction remodel assistance, new lane builds/blocks, new construction, land development, etc.

       Coordination with vendors

    o     Network infrastructure upgrades/cutovers

       To minimize downtime and impact to customers these are always performed outside of normal workhours

    o     New technology testing, evaluation, and deployment.

       Setup and configure new equipment

       Documenting and testing

       Training users

    o     Providing relevant feedback to development teams

    •        Working with local management to insure technology standards are maintained

    •        Responsible for maintenance of the following items

    o     Portable Terminals

    o     Thermal printers

    o     Rugged computing devices

    o     End user Desktops/laptops

    o     Wired Network Infrastructure

    o     Wireless (especially on the lots)

    o     Simulcast Audio / Video

    o     Telephony including station and paging systems

    o     Arbitration dvr and camera

    •        Set up and Support Mobile and Remote Sales

    o     Mobile sales usually require up to 5 hours of travel per day.

    •        Investigates problems from all angles to effectively find the root cause.

    •        Incorporates creativity and innovative thinking into the problem-solving process to meet the unique needs of each customer.

    •        Volunteers to assist and support others when needed.

    •        Team player

    •        Remains abreast of industry changes. (senior role)

    •        Effectively applies relevant technical processes to appropriate business needs.

    •        Provides information in a timely fashion and keeps users fully informed of progress and decisions being made.

    •        Reads books and other resources to expand IT expertise or to learn new techniques. (senior role)

    •        Remains vocal about desire to engage in projects or activities that will stretch knowledge or skill set. (change wording add to senior role)

    •        Applies knowledge specific to the business unit to provide ad hoc support for other functions

    •        Participating in local management meetings, regional IT calls, project calls, and process management calls

    •        
  • Requirements:
    Qualifications:

     

    Education:

    B.S. Degree in computer science or related field is

    preferred, but not required.

    Experience:

    3-5 years of IT retail service and customer support experience preferred but not required.

    Competencies/Skills:

    Strong problem solving and communication skills required.   Ability to manage relationships while being consistent and providing quality. Candidates must also have functional and technical expertise, show initiative, be customer focused, and work well in teams.   Must be able to independently prioritize daily workload.

    Accomplishments
    (Degrees, Certifications, Languages):

    MCSE, A+, CCNP, CCNA, or MCP certifications

    Preferred.   Lexmark certification required (offered by Cox).

    Physical Demands:

     

    Ability to sit or stand for prolonged periods of time.   Vision abilities required include close, distance, color, and depth perception. Light lifting of up to 50 pounds.

    Work Environment:

    Work under pressure with time constraints; regular change in work tasks/duties.   Travel when needed with short notice and be available for after-hours/weekend emergencies.
Wired Network Infrastructure, Wireless (especially on the lots) , Simulcast Audio / Video
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